Symptom
An existing lead is already being worked in the CRM. When that same person calls back — from a different tracking number or tracking source — a new, duplicate lead is created instead of the system recognizing them as an existing contact.
Cause
CTM lead creation is phone number recognition-based. If the caller's phone number matches an existing lead, a new lead should not be created.
However, if the Lead Duplicate Prevention setting is configured to match on First Name, Last Name, and Date of Birth instead of Primary Phone, the system cannot identify the returning caller by phone number alone. When that caller dials in from a different tracking source, the deduplication check fails to find a match and a new lead record is created.
Solution
Update your Lead Duplicate Prevention setting to use Primary Phone as the deduplication key. This ensures that when a caller's phone number already exists in the system, no new lead will be created — regardless of which tracking number or source they call from.
In Dazos CRM, navigate to Settings.
Locate the Lead Duplicate Prevention configuration.
Review the current matching fields. If the setting is configured to match on First Name, Last Name, and Date of Birth, this is likely the cause of the duplicate lead issue.
Change the deduplication key to Primary Phone.
Save your changes.
Verification / Expected Result
After updating the setting, you should see the following behavior:
✅ When an existing lead calls back from any tracking number, no new lead record is created.
✅ The system correctly identifies the returning caller by their phone number and links the call to the existing lead.
✅ Duplicate lead records are no longer generated for callbacks from different tracking sources.
When to Contact Support
Contact Dazos Support if:
You are unable to locate the Lead Duplicate Prevention settings in your CRM instance.
Duplicate leads continue to be created after updating the deduplication key to Primary Phone.
You need help reviewing or merging existing duplicate lead records.